The travel club for hotel lovers

Jobs

Looking for an opportunity to work with one of the travel industry's most stylish and well-loved brands? Here's a list of current vacancies at Mr & Mrs Smith. We are proud to provide equal opportunities at Mr & Mrs Smith. Some of our roles may require experience but every role will be open to all individuals regardless of age, disability, sex, gender, sexual orientation, pregnancy and maternity status, race, religion or belief and marital status.

To apply for any of these jobs, please include your CV and a covering letter in this form

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Smith Specialist - Hybrid Sales/Support

Location: Flexible (we are a fully distributed team which means you can work from wherever you want in the world)

Working pattern:  Full-time 37.5 hours a week on a rotating shift pattern

Reporting to Team leader

Specialism: Sales/Support

  • Promptly responds to inbound enquiries from members through all channels - phone, email, chat, webform and proactively reaches out to new leads and existing members to drive growth
  • Provides a high level of customer service to members during, before and after the booking process including complaint resolution when needed.

Supporting Responsibilities:

  • Handle multiple queries simultaneously via phone, email, live chat and social forums with flair and personality
  • Handle the full sales and service cycle of a members journey to include pre-departure and post-departure calls.
  • Serve as a brand ambassador for Mr & Mrs Smith, reinforcing the Mr & Mrs Smith personality, professionalism, sense of fun and brand values
  • Maintain service-level averages by responding to all interactions with members in a timely and effective manner
  • To achieve personal and team sales targets inline with business objectives.
  • Effectively handle overflow calls/enquiries from S24 sales & support 

Requirements:

  • Availability to work on a full-time basis on a rotating-shift schedule, incorporating seven days a week between the times 8.30am to 8pm 
  • Ability to remain calm and positive under pressure
  • Must be highly organised with an efficient personality
  • Excellent attention to detail, with strong communication skills (both written and spoken)
  • Confidence when working in a dynamic environment
  • Professional attitude and team-oriented approach
  • Ability to analyse and resolve difficult situations diplomatically
  • Passion for customer service 
  • Ability to multitask

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Travel Specialist - Sales 

Location: Flexible (we are a fully distributed team which means you can work from wherever you want in the world)

Working pattern:  Full-time 37.5 hours a week on a rotating shift pattern

Reporting to Team leader

As the ideal candidate for this role you will have a strong passion for travel, which will drive your desire to inspire and achieve sales goals while providing outstanding and well-informed customer service. Mr & Mrs Smith is committed to providing truly unique and special travel experiences for more than a million global members. Offline sales generate a large part of our revenue and you will be helping us to grow this and the number of hotel lovers who travel with us, working as one of our specialists and communicating by phone, chat and email.

Responsibilities

  • To promptly respond to in-bound enquiries from members through all channels, be it phone, email, chat or via a typeform. And you’ll proactively reach out to new leads and existing members to drive growth.
  • To achieve personal and team sales targets in line with business objectives.
  • Provide a high level of customer service to members during the booking process and before, during and after their stays at our hotels, including resolving complaints when needed.
  • Adopt a proactive approach to all enquiries to drive growth.
  • Support our members through all stages of their journey and holiday with us, including calls before and after their departure.
  • Contribute to the team’s performance by assisting with your colleagues’ bookings and clients. 
  • Build and maintain a personal list of active top members.
  • Keep up-to-date with the Mr & Mrs Smith collection and active offers.
  • Serve as a brand ambassador for Mr & Mrs Smith, reinforcing the company’s values, including the brand’s voice, sense of fun, and overall professionalism.
  • Take on ad-hoc duties as required by sales team leaders, managers, and/or global head of our team of travel specialists.

Requirements

  • A strong understanding of and great skill in sales.
  • A true passion for travel. 
  • Extensive travel knowledge, with a high level of expertise for at least one international leisure destination.
  • Strong network of clients or a proven history of generating sales.
  • A candidate who is enthusiastic, confident, and has a polite phone and email manner.
  • Ability to communicate effectively and articulately at all levels.
  • Strong attention to detail with the ability to prioritise your workload accordingly.
  • Availability to work full time on a rotating shift, including weekends.
  • Flexibility to travel both locally and internationally.
  • Ability to remain calm and positive under pressure.
  • A professional attitude and team-oriented approach.
  • A passion for customer service.
  • The ability to multitask.

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Backend Developer

Location: Flexible (we are a fully distributed team which means you can work from wherever you want in the world)

About you 

You are enthusiastic, bursting with ideas for ways to improve systems you work with and are always looking to improve your skills. You are ready to collaborate with your team and come up with more and more awesome solutions. You have experience in writing backend services in PHP and want to join a growing team, developing our website and contributing to our re-engineering to a modern microservice based architecture using technologies, including Symfony, RabbitMQ, MySQL and ElasticSearch. You want to work with a great team who care that they are doing the right thing in the right way. 

Role 

This role is a backend developer role in a Linux/Symfony environment. You will be contributing to the development an API-driven architecture, moving to a microservice pattern. 

Key technical skills 

  • PHP7 
  • Frameworks e.g. Laravel, Symfony, Zend 
  • JIRA - Agile, Scrum experience (sprints, retrospectives) 
  • Excellent development principles such as DRY and SOLID 
  • TDD/Unit testing (PhpUnit/ PhpSpec) 
  • Relational databases ideally MySQL 
  • Knowledge of design patterns 

Nice-to-have skills 

  • Excellent knowledge of Symfony 
  • BDD 
  • DDD 
  • Microservice experience 
  • Experience with queuing technology, ideally RabbitMQ 
  • Experience working in the travel industry. Understanding how rates and availability work would be a major plus. 
  • Experience working with high-traffic websites 
  • Experience of ElasticSearch 
  • Experience with GoLang 
  • Experience with NodeJS + GraphQL 

About our team 

The Mr & Mrs Smith technology team takes responsibility for creating and updating a large variety of global systems. Comprising complex databases, highly functional back-end microservices, customer-facing APIs and websites, we apply many of the same principles across the board – our obsession with detail, our desire to share knowledge, and our belief in building quality in. 

We are a growing team, with back-end and front-end developers, QAs, designers/UX, DevOps engineers and product owners, organised into cross-functional scrum teams. We look to remain ahead of the curve and adopt leading edge technologies where these can help us achieve our goals and targets. 

While the company is London based, our teams now operate full remotely, with members across Europe, Asia and Americas. 

We hold regular knowledge-sharing sessions, often go to the same industry meet-ups, and maintain a presence on the conference scene. 

Technology 

Our technology stack is primarily built around PHP7 and Symfony framework, all running with MySQL, Cassandra, Redis, RabbitMQ, ElasticSearch, Nginx & other technologies on AWS. We use Jenkins, PHPUnit, PHPSpec, Cypress and Selenium to contribute to our quality management. Our code base is managed via Git and Gitlab. Recently we added GoLang and NodeJs + GraphQL to the technology stack. 

Our front-end technologies include HTML5 (Twig templating in Symfony), CSS3, Sass and JavaScript (es6), including in-house and third-party libraries managed via NPM. Across our sites we use jQuery, Lodash, React/JSX/Redux, some AngularJS and Backbone and plenty of native JS. 

Team working 

You will be working as a member of an amazing team developing our technology. It is important that you support the company's highly agile development environment by applying creative and independent thinking to complete project objectives. 

As a member of the development team you will contribute to the development effort by developing high quality software components using the company's architectural stack. We share all our ideas about architectural design issues within the development team.

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Senior PHP Developer

Location: Flexible (we are a fully distributed team which means you can work from wherever you want in the world)

About you 

You are enthusiastic, bursting with ideas for ways to improve systems you work with and are always looking to improve your skills. You are ready to collaborate with your team and come up with more and more awesome solutions. You have experience in writing back end services in PHP and want to join a growing team, developing our website and contributing to our re-engineering to a modern microservice based architecture using technologies, including Symfony3/4, PHP7, MySQL and ElasticSearch. You want to work with a great team who care that they are doing the right thing in the right way. 

Role 

This role is a Senior PHP Symfony developer role in a Linux/Symfony environment. You will be leading a team and contributing to the development an API-driven architecture, moving to a microservice pattern. 

Key skills 

  • PHP7 
  • PHP frameworks e.g. Laravel, Symfony, Zend 
  • JIRA - Agile, Scrum experience (sprints, retrospectives) 
  • Excellent development principles such as DRY and SOLID 
  • TDD/Unit testing (PHPSpec/PHPUnit) 
  • Relational databases ideally MySQL 
  • Knowledge of design patterns 
  • Leading and mentoring more junior developers 

Nice-to-have skills 

  • Excellent knowledge of Symfony. 
  • AWS experience 
  • BDD 
  • DDD 
  • Microservice experience 
  • Experience working in the travel industry. Understanding how rates and availability work would be a major plus. 
  • Experience working with high-traffic websites 
  • Experience of ElasticSearch 
  • Experience with GoLang 
  • Experience with NodeJS + GraphQL 

About our team 

The Mr & Mrs Smith technology team takes responsibility for creating and updating a large variety of global systems. Comprising complex databases, highly functional back-end microservices, customer-facing APIs and websites, we apply many of the same principles across the board – our obsession with detail, our desire to share knowledge, and our belief in building quality in. 

We are a growing team, with back-end and front-end developers, QAs, designers/UX, DevOps engineers and product owners, organised into cross-functional scrum teams. We look to remain ahead of the curve and adopt leading edge technologies where these can help us achieve our goals and targets. 

While the company is London based, our teams now operate full remotely, with members across Europe, Asia and Americas. 

We hold regular knowledge-sharing sessions, often go to the same industry meet-ups, and maintain a presence on the conference scene. 

Technology 

Our technology stack is primarily built around PHP7 and Symfony framework, all running with MySQL, Cassandra, Redis, RabbitMQ, ElasticSearch, Nginx & other technologies on AWS. We use Jenkins, PHPUnit, PHPSpec, Cypress and Selenium to contribute to our quality management. Our code base is managed via Git and Gitlab. Recently we added GoLang and NodeJs + GraphQL to the technology stack. 

Our front-end technologies include HTML5 (Twig templating in Symfony), CSS3, Sass and JavaScript (es6), including in-house and third-party libraries managed via NPM. Across our sites we use jQuery, Lodash, React/JSX/Redux, some AngularJS and Backbone and plenty of native JS. 

Team working 

You will be working as a member of an amazing team developing our technology. It is important that you support the company's highly agile development environment by applying creative and independent thinking to complete project objectives. 

As a member of the development team you will contribute to the development effort by developing high quality software components using the company's architectural stack. We share all our ideas about architectural design issues within the development team. 

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Senior Digital Marketing Manager

Salary: based on experience
Location: Remote (with access to London when needed)
Reporting to: Chief customer officer
Working closely with: Brand marketing / CRM / Editorial / Creative / UX and design / Product and tech / Agencies
 
In less than two decades Mr & Mrs Smith has grown from a cult guidebook to the travel club for hotel lovers with more than 1.3 million members and a hand-picked collection of more than 1,500 hotels. The role of senior digital marketing manager is key to the next phase of Mr & Mrs Smith’s growth as we continue to curate the world’s most desirable hotel collection. The ideal candidate will be passionate about all things digital, have a good working knowledge of the luxury lifestyle sector, and understand what inspires the modern traveller.
In short, you will be responsible for the delivery of online marketing and sales plans to drive site traffic to convert into profitable sales. This will involve helping to deliver online revenue growth, increasing customer acquisition, engagement and retention through innovative and strategic digital marketing initiatives, amplifying creative content, and ensuring ongoing website optimisation. You will be confident with web analytics and continuously look for innovative ways to grow the online business.
 
Key responsibilities
 
  • Develop and manage the digital and e-commerce marketing strategy aligned to overall business and marketing strategy to drive sales
  • Developing and managing digital marketing campaigns in paid and owned channels to support the marketing and sales plan and continuously optimise to deliver sales and ROI
  • Manage and enhance SEO to drive organic traffic
  • Collaborate with the product team to ensure high quality UX across the whole site and advance the SEO roadmap
  • Drive acquisition via digital channels: paid search, paid social, affiliates, meta and SEO
  • Work with data analysts and competitive insights to identify content opportunities that will contribute to traffic growth and website engagement.
  • Optimise and amplify existing and new content
  • Planning and management of digital budgets and optimise ROI
  • Analyse and track performance results against targets; be ready to adjust approach accordingly and provide ongoing recommendations for increasing sales and improving ROI
  • Report back to the commercial teams overall digital and ecommerce performance and make recommendations on changes and tactics to continually grow via a trading forum
  • Day-to-day management of the merchandising of the ecommerce website, to ensure it is fully optimised at all times, updated regularly and delivering conversion at an agreed %
  • Responsible for maximising traffic generation to the site through both organic and paid routes, alongside a deep understanding of customer journey and touchpoints.
  • Identify new trends in digital marketing, evaluate new technologies and ensure the brand is at the forefront of industry developments. Monitor and report on competitors’ and like-minded brands’ digital and ecommerce capabilities
  • Day-to-day management of all third-party agencies across paid search, meta, affiliates and our ecommerce platform Monetate
  • Drive the digital distribution of all campaign activity and contribute digital-first elements
  • Work closely with the broader team to build the wider marketing strategy
  • Manage the workload and development of a marketing executive
 
About you: skills / experience
 
  • At least five years experience in B2C digital marketing and e-commerce – ideally in the luxury or travel space
  • Experience with DSPs (Google Ads and Facebook Ads)
  • Experience with SEO tools including Google Search Console, SEMRush, Screaming Frog
  • Experience working with editorial/creative teams on content marketing strategies
  • Data-driven, digital enthusiast who enjoys digging into numbers
  • Understands ABC1 audience demographics and changing behaviours (experience of NASA and APAC markets an advantage)
  • Enjoys working in an entrepreneurial, fast-paced environment
  • Ability to prioritise, work flexibly, with a problem-solving attitude
  • Excellent communication, organisational and project management skills
  • A natural collaborator: ability and willingness to work between teams, functions and geographies
  • Experience using analytical tools such as Google Analytics, or business intelligence tools such as Looker or Tableau, essential
  • Experience with HTML, CSS, javascript an advantage but not essential
  • Experience with SQL an advantage but not essential

 

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UX designer


Location: Flexible (we are a fully distributed team which means you can work from wherever you want in the world)

Reporting to: Chief Customer Officer/Chief Technology Officer
Working closely with: Product, Development, Creative

The role of the UX designer is to positively impact the customer experience. You will make end-to-end improvements to our web and app user experience. You will collaborate with product managers, engineers and creative leading the design vision and project deliverables from rough sketch to launch through using data and research to understand the use cases, break them down into user journeys and build wireframes through to high fidelity wireframes to be developed. A good understanding of UI is important.

Key Responsibilities 

  • Quickly and iteratively create user flows, wireframes, prototypes, high fidelity mockups with detailed design specifications for mobile, and web and app interface.
  • Creation of customer/audience personas
  • Implement design frameworks to ensure a harmonised and consistent customer journey.
  • Create high end and intuitive user experiences by incorporating user insights, business requirements and technical constraints.
  • Ensure exceptional standards UX and UI design, ensuring brand standards and guidelines are maintained and enhanced across all designs
  • Work closely with colleagues in Product to ensure you’re building the right experiences for our customers.
  • Independently deliver UX solutions for problems of medium-to-large scope and complexity. 
  • Deliver assets required for engineers to build your designs and work closely with them in getting the details right.
  • Contribute to the strategic direction of the product and overall business based on your understanding of customer needs and behaviours.
  • Undertake research to understand Mr & Mrs Smith Member behaviour to inform UX design
  • Devise A/B and multivariate tests with the product team to validate UX options 
  • Work through ambiguity, and adapt your approach to meet the needs of multiple stakeholders.
  • Excellent communication, interpersonal, and analytical skills, including the ability to present design concepts clearly and persuasively to colleagues, partners, and stakeholders.

About you: skills/ experience 

  • 5+ years of experience as a user experience designer, user interface designer or similar role
  • An online portfolio or samples of work demonstrating experience creating great user-centered design solutions is a requirement for application
  • Excellent communication, organisational and project management skills
  • Previously undertaken customer research and behavioural analysis in regard to UX 
  • Experience with reporting software such as Looker, Google Analytics, Kibana and Ecommerce platforms  
  • Experience with UX/UI tools such as Sketch, Balsamiq or Pageflow
  • Understanding of the luxury market 
  • Enjoys working in an entrepreneurial, fast-paced environment
  • Analytical mind
  • Ability to drive the design review cycle and close on design requirements independently
  • Familiarity with the technical considerations needed when designing for mobile spaces

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SENIOR FRONT-END WEB DEVELOPER

Location: Flexible (we are a fully distributed team which means you can work from wherever you want in the world)

About you
You are ambitious, bursting with ideas about the ways to improve systems you work with and are always looking to improve your skills. You are ready to pool your ideas with your team and come up with more and more awesome solutions. You love JavaScript, CSS and HTML; you know that LESS is more (but SASS is the answer), and you want to get involved with leading-edge front-end tech. You have some interesting projects you’ve worked on in the past, at home or at work. You want to work with a great team who care that they are doing the right thing in the right way. 
 

Role
This role is a senior front-end web development role in a Linux/Symfony environment. You will be contributing to the development of API-driven, MVC-based reusable JavaScript components and systems.


Key skills

  • React
  • Apollo GraphQL
  • Next.js framework
  • Javascript Unit Testing TDD (jest)
  • HTML5, CSS3 and SASS
  • Native JavaScript (ES6, ES7)
  • OO JavaScript
  • Git
  • Webpack and npm as a build tool
  • Responsive layouts, cross-browser support
  • Website/Frontend performance optimisation
  • Knowledge of SEO
  • Mentoring more junior developers

Nice-to-have skills

  • JIRA - Agile, Scrum experience (sprints, retrospectives)
  • Single page app experience
  • Redux
  • BEM
  • Twig templating
  • API and third-party integrations (Google maps, analytics etc)
  • Good understanding of Usability/UI/UX

About our team
The Mr & Mrs Smith technology team takes responsibility for creating and updating a large variety of global systems. Some are complex databases, some are highly functional back-end tools, and others are customer-facing websites but we apply many of the same principles across the board – our obsession with detail, our desire to share knowledge, and our belief in building quality in. 
We are a growing team, with back-end and front-end developers,  QAs, designers/UX, DevOps engineers and product managers, organised into cross-functional scrum teams. We look to remain ahead of the curve and adopt leading edge technologies where these can help us achieve our goals and targets.
While the company is London based, our teams now operate full remotely, with members across Europe, Asia and Americas.
We hold regular knowledge-sharing sessions, often go to the same industry meet-ups, and maintain a presence on the conference scene. 

Technology
Our technology stack is primarily built around PHP7 and Symfony framework, all running with MySQL, Cassandra, Redis, RabbitMQ, ElasticSearch, Nginx & other technologies on AWS. We use Jenkins, PHPUnit, PHPSpec, Cypress and Selenium to contribute to our quality management. Our code base is managed via Git and Gitlab. Recently we added GoLang and NodeJs + GraphQL to the technology stack. 
Our front-end technologies include HTML5 (Twig templating in Symfony), CSS3, Sass and JavaScript (es6), including in-house and third-party libraries managed via NPM. Across our sites we use jQuery, Lodash, React/JSX/Redux, some AngularJS and Backbone and plenty of native JS.
We are currently implementing Apollo GraphQL and increasing the use of this and React across the website.
Our sites are built with responsive grids and can be viewed across all major browsers and devices.

Team working
You will be working as a member of an amazing team developing our website. It is important that you support the company's highly agile development environment by applying creative and independent thinking to complete project objectives.
As a member of the development team you will contribute to the development effort by developing high quality software components using the company's architectural stack.
We share all our ideas about architectural design issues within the development team.